Summary
Overview
Work history
Education
Skills
Accomplishments
Affiliations
References
Timeline

Jacqueline Woodward

SUTTON COLDFIELD,WEST MIDLANDS

Summary

Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.

Hard-working individual with strong organisational skills. Achieves company goals through exceptional planning and prioritisation.

Overview

40
40
years of professional experience
6
6
years of post-secondary education

Work history

Business systems analyst

Antalis Limited
Coalville
03.2020 - 06.2024
  • Identified knowledge and training gaps and implemented ERP and CRM training to existing and new employees
  • Ensured process flow diagrams and training documents were updated
  • Collaboration across all business areas in various projects
  • Co-ordinated and executed testing of approximately 20 new functionality releases, organised end user resource and manage defect logs and issue resolution with IT.
  • Communicated system and process changes to the business users

Customer Service Partner

Antalis Ltd
Coalville
02.2016 - 02.2020
  • The role purpose was to deliver a programme to improve customer service across Antalis.
  • Engaged all areas of the organisation delivering the service proposition which reflected the different needs of our customers.
  • Worked cross functionally and within logistics to ensure customer service was maintained during a new warehouse management system was implemented.
  • Implemented changes to existing working practices and systems which impact customer service.
  • Identified metrics to measure service experienced by our customers (for example: Error rate, OTIF) and supported sales teams to achieve these targets.

Sales support & Business change manager

Antalis Ltd
Coalville
03.2013 - 03.2016
  • Implemented best practice and working processes across all sales areas of Antalis UK& I.
  • Identified system gaps and delivered relevant training to address.
  • Partnered the business by providing advice and guidance to managers and colleagues through training and coaching.
  • Maintained and reviewed all Customer Service Standards to ensure they were up to date and relevant.
  • Assisted with communication of these Standards across all functional areas of the organisation.
  • Agreed a change plan with key stakeholders (Sales Directors), implemented it and reviewed progress.
  • Worked with line managers to target key areas of focus such as Share of Wallet growth, Action Planning, Coaching, use of CRM, Invoice Dispute and complaint resolution time.
  • Analysed productivity figures for sales teams and identified areas for improvement in collaboration with local management teams.

Sales Advisor Manager

Antalis Ltd
Birmingham
03.1996 - 03.2013
  • Led, trained , developed and coached a regional Sales Advisor Team of 6 people.


  • Actively managed and motivated the sales team, ensuring they were informed of key business and local news, results and KPI's.


  • Established annual and monthly objectives and initiatives for the team to drive improvement in sales performance.


  • Actively reviewed, amended or implemented internal processes to improve productivity, efficiency and accuracy.


  • Maintained regular customer contact, both face to face and via telephone.





Inside Sales Advisor

Wiggins Teape
Birmingham
01.1984 - 03.1993
  • Built customer rapport and established relationships with different types of customers.
  • Processed customer orders (received by telephone, fax and email) directly onto ERP system.
  • Handled customer queries and enquiries, provided prices, product information and samples.
  • Interacted and traded with suppliers to source bespoke products.
  • Responded and resolved customer complaints and issues by liaising with other areas of the business to maintain effective customer relationships.
  • Participated in sales campaigns and promotions to increase business profitability.

Education

NAPM - Paper Merchanting

Matthew Boulton College of Further and Higher Education, Birmingham
09.1984 - 05.1986

'O' Levels - Maths, English language & literature, History, French, Biology

Churchfields High School, West Bromwich, Sandwell
09.1978 - 07.1983

Skills

  • Project Management
  • Business process mapping
  • Training and coaching
  • Customer Service
  • Customer relations
  • Problem-solving
  • Team building
  • Leadership
  • Business change management

Accomplishments

    3 times Winner of Customer service sales team whilst Sales Advisor Manager

    Regularly exceeded monthly and annual sales targets

Affiliations

  • Travelling, going to the gym, socialising with friends and family, attending music concerts

References

References available upon request.

Timeline

Business systems analyst - Antalis Limited
03.2020 - 06.2024
Customer Service Partner - Antalis Ltd
02.2016 - 02.2020
Sales support & Business change manager - Antalis Ltd
03.2013 - 03.2016
Sales Advisor Manager - Antalis Ltd
03.1996 - 03.2013
Matthew Boulton College of Further and Higher Education - NAPM, Paper Merchanting
09.1984 - 05.1986
Inside Sales Advisor - Wiggins Teape
01.1984 - 03.1993
Churchfields High School - 'O' Levels, Maths, English language & literature, History, French, Biology
09.1978 - 07.1983

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Jacqueline Woodward